A queue management system is used to control queues. People queues are formed in various situations and locations in the queue area. The process of queuing and propagation formation is defined as queuing theory.
Video Queue management system
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Structured queues
Here people form queues in fixed and predictable positions, such as at supermarket checkpoints, and other retail locations such as banks or airport security. In the field of facility management, structured queues are generally known by different names such as "Queue Manager" or "Crowd Controller" or "Public Guide System". Very often, queuing management systems are organized to manage ticket ratings for services (with or without numbered tickets) with identification and thus allow a calm and stress-free wait. Expanding different possibilities, planned receipts with the appointment and allocation of long-distance ratings on or through the Short Message Service may also be included.
Unstructured queue
Where people form queues in locations and directions that are unpredictable and varied. This often happens in some form of retail, taxi queue, ATM, and in high demand periods in many situations. In the busiest places, physical barriers and guides are used to funnel people into the queue when they arrive.
kiosk-based queue
Kiosk-based queuing systems are often used for medical services, banking, and many locations of government services. When people arrive, they enter basic information into a kiosk about themselves and the reason for their visit. The information is organized and presented to staff to enable faster customer service responses. The kiosk-based system also includes an information tracking system for businesses to report statistics such as waiting times, traffic volume and staff performance.
Mobile Queue
Allow customers to use their phones to view real-time queue data and choose the reason that they want to visit your service center. Customers are free to do their day and do not have to wait in the waiting room. Customers receive notifications via SMS or App and when ready to be seen, they are called for service.
The mobile queue can also include real-time queue data statistics as well as real-time customer feedback.
The mobile queue requires customers to install apps to their phone before they enter the queue. Time to install can extend the waiting time of the actual person for the first visit. Installing apps to devices includes unknown tracking and marketing risks. Because not all businesses use the same app, customers can end up with hundreds of apps on their device. Mobile queue app is best for customers who visit the same place on a regular basis.
Maps Queue management system
Queuing measurement and management techniques
Various queue and management measurement techniques exist:
Physical barrier
They aim to guide queue formation and organize it in the most efficient way.
Signage and signaling system
Traditional queuing management systems rely on customers of the business, entering businesses and using free standing kiosks to choose the reason for their visit. This type of system uses LCD screens to manage customers by indicating the waiting time and place them in the queue. It aims to provide information to people queuing to assist in efficient establishment and flow of queues, as well as the regulation of service expectations.
New technologies like customer cell phone use, allowing customers to view queue data and join the queue before arriving at the service center look more customer friendly. Customers using this technology should not join the physical line or wait in limited areas watching the LCD screen. Solutions that use subscriber mobile phones, interact with customers to stay up-to-date about where they are in line and when they are ready, contact customers to get on to the service. Such solutions improve efficiency in business and also improve customer feedback surveys.
Automatic queue measurement system
It uses a variety of measurement technologies that predict and measure queue length and waiting times and provide management information to help service levels and deployment of resources.
Automatic queue measurement system for small structured queues
Automatic queue measurement systems are designed to help managers in two ways - first, through improved customer service; secondly by increasing efficiency and reducing costs. They use people who count sensors at the entrance and above the exit/queue path to accurately detect the number and behavior of people in the queue. The default predictive algorithm can provide advance notice of how many payment points or services are needed to fulfill the request. Dashboards, available on computer monitors or mobile PDA devices, are often used to provide various information, such as dynamic queue length, wait time data, and checkout performance on the shop floor. If performance goes down to the minimum service level, the supermarket or bank management team can automatically be alerted in advance, allowing them time to manage the situation proactively. The main measurements generated are:
- Number of people entering the store
- Queue Length
- Avg. Waiting Time
- Up to Operator or Talk Time Bank Teller
- Total Waiting Time.
A number of major UK supermarket chains use such systems for service levels and resource management.
Automatic queue measurement system for large and unstructured queues
If a queue is formed in an unpredictable location and/or exceeds a relatively small queue area, a detector-based queue measurement system can not be used effectively. An alternative technology solution using extensive area queue sampling is effective in this situation. One method uses Bluetooth detection from cell phones held by people in the queue. Although the sampling technique, as typically 10 - 30% of phones has Bluetooth active at one time, it provides fairly accurate measurements of the average queue waiting time at which long queues are present. The exact method but more expensive is the use of counter people. Measurements and calculations can be very useful in situations such as airport security where a large number of people pass through an area in a variety of flow patterns and physical locations that are constantly changing.
Enterprise class queue management system
With improved network connectivity, organizations are exploring for deployment of centralized server queue management systems that are suitable as enterprise class solutions. The computerized queue management system becomes part of IT projects within the organization to take the initiative to use existing hardware and databases to reduce investment costs, take leverage using internal network connectivity in branches for central system management and reporting on customer data flows.
Automatic queue measurement system for complete reception solution
The acceptance management solution allows managing the flow and purpose of the visit from initial contact to a given service This intelligent management system makes it possible to increase productivity and sales and reduce operating costs by ensuring that customers are served by the most qualified staff on demand. The acceptance management solution is above all a way to improve customer satisfaction by reducing perceived waiting time and actual, creating a pleasant environment and fair reception. This innovative acceptance management solution also contributes to job team satisfaction by reducing the amount of stress and optimizing demand processing. The acceptance management solution also makes it possible to generate data on how customers wait and how staff can best serve them. This type of information helps in improving organizational processes and improving the quality of customer service.
The acceptance management solution includes 6 stages:
- Information (can also be done with video, SMS, Internet...)
- Allocation & amp; direction (can also be done with video, SMS, Internet...)
- Waiting & amp; communication (can also be done via video, SMS, Internet...)
- Calls (also can be done with video, SMS, Internet...)
- Reception
- Management
In addition to these stages, for a complete acceptance solution, it is useful and efficient to include appointment management, agenda planning and future flows and resource forecasting. This modular solution, which can be adapted to various sectors (Retail, Healthcare, Telecommunications, Finance, Transportation, Public Sector...), can be customized with simple queue management to multiple centralized site organizations.
Customer information/arrival
- Inform customers about expected waiting time (Video, SMS, Internet...)
- Announce the arrival of the customer if he/she has an appointment
- Provide for customers to be identified by name, number, bar code, identity card etc., by terminal or receptionist.
Allocation & amp; directions
- Specialized terminal in self-service or receptionist to allow customers to take their place in the queue for service
- Registration can also be done on the Internet, SmartPhone...
- Orientation in the virtual line corresponding to their request
Waiting & amp; Communication
- Adjust the waiting time according to the importance of the service to be provided
- Make the wait both active and interactive so it looks as comfortable as possible (Video, Interactive communication, Advertising...) and delete waiting with mobility tools (phone, Smartphone).
- Allowing free visitors to move while providing them with information about expected waiting times or giving them "guaranteed reception time".
- Provide a Mobile Customer Interface that can be accessed via a mobile browser. The URL of the interface is received via welcome SMS. Having such features in place, customers can track the progress of the queue at all times and therefore are not required to physically be in the store all the time. The customer is notified of important changes in the queue (ie the customer is in 3rd place) via SMS and Mobile Interface so that the customer returns to the store if he/she leaves. Collection of feedback can also be made through such Mobile Interfaces.
Calls/Reception
Provide various options for building contacts:
- Sales staff/staff members call customers and recognize them with photos, names, symbols or sequence numbers etc.
- Subscribers/visitors are called by name, number, code, etc., on video screens, views, sound synthesis etc. and go to the window or sign the cons.
- Calls can be made to mobile phones using text messages, smartphones or pagers.
In the case of general queue guides for some advanced call windows (cash, desk), LED or video screens in the queue heads display a number called directional arrows. The called number must also be indicated by numbers, arrows, floor plans etc. When the waiting time may be long, the first possible step is to use a pager or text message or Smartphone * message to send customers to the end of the waiting room, where they are free to move around the store or area. If the admission procedure requires several stages, or if additional waiting times are required before service provision can be concluded, it should be possible to place a detained visitor for further treatment.
Management and data collection in real time for statistical analysis
The manager has access to the tracking screen with warnings (visual, sound, text or e-mail) that allows monitoring and control of the entire receiving system. However, the system automatically positioned the backup, to ensure that the target wait-per-service level was honored, as a function of the allocation of salespeople/staff for services and the actual estimates and arrivals of customers/visitors.
In centralized deployment in enterprise-class queue management solutions, the management console allows configuring all parameters to run token dispensers, keypads for service desks, displays, announcements and user management.
The full statistical report allows tables and graphs of the following parameters and variables to be interrelated and presented: time period, waiting time, handling time, time of attendance, services provided, visit reasons etc. This report is a temporary document that can be configured for different needs, displays functioning with 1 or 2 variables. They can be consulted or personalized and sent directly to the manager via e-mail.
Forecasting and appointments
To be able to estimate the flow of future visitors and resource needs by departments and time periods, as a function of statistical data and the designation of previous and future days. This allows scheduling of acceptance resources to be optimized. To be able to make an appointment or anticipate the arrival of a current, by direct contact, telephone or the Internet, and mix appointments with a traffic visit using the same resources, ensuring that appointments are automatically handled at the planned time.
Traditional Queue Management always uses an expensive touch-screen kiosk however, newer technology solutions make use of the customer's cell phone. Using a customer's mobile phone to interact with customers ensures that customers are free to do what they want and do not have to wait in the waiting room. Customers will receive a notification on their phone and when ready, they are called for service.
See also
- Thumb Queue Rules
References
Source of the article : Wikipedia
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